Desktop Claims Adjuster

ABOUT HOMEPROTECT

Cover for Almost every Home

We founded Homeprotect on a simple principle - to provide protection to people underserved by the home insurance industry. Since 2002, we've been combining smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK, and we're just getting started.

If you're someone who loves solving interesting problems, taking ownership and working with a team that aims high, speaks up and lifts each other, Homeprotect is a place where you can do meaningful work, grow your career and make a real difference for our customers.

What It's Like to Work Here

Our customers come from all walks of life and so do our people. We're a small but perfectly formed team of insurance specialists, technologists, data scientists and customer champions - all bringing individual expertise, an appetite for innovation and a shared ambition to protect the homes and things people love.

We work at pace, but we trust our people to work in a way that brings out their best. You'll collaborate closely across teams, have real ownership from day one and see the impact you have first-hand with flexible working to help you balance the needs of your role with the rhythm of your life.

We've been recognised as a Great Place to Work UK for seven consecutive years - most recently ranked 29th nationally, jumping 71 places in a single year.

ROLE PURPOSE

Reporting to the Home Claims Team Manager, you will work alongside a dedicated team of Claims Handlers, playing a vital role in ensuring customer claims are handled fairly, efficiently, and in line with company standards.

As a Desktop Claims Adjuster, you will manage and resolve a portfolio of complex home claims, taking full ownership from notification through to final settlement. You will deliver against the company’s claims philosophy by proactively managing your caseload end-to-end, ensuring a seamless customer journey and consistently high-quality outcomes.

KEY RESPONSIBILITIES

Manage a varied caseload of home insurance claims from cradle to grave, ensuring timely and accurate resolution

Investigate claims thoroughly, gathering all relevant information to establish cause, extent of damage/loss, and valuation

Evaluate policy coverage to determine indemnity, applying policy terms and conditions appropriately

Assess damages and losses, including working with contractors and suppliers or utilising desktop scoping to determine reinstatement costs

Demonstrate the ability to scope works remotely, validating estimates and ensuring appropriate repair solutions

Negotiate fair and proportionate settlements with customers, contractors, and suppliers

Maintain accurate and up-to-date claim records, ensuring all actions and decisions are clearly documented

Proactively manage the claims process end-to-end, ensuring efficiency, control, and positive outcomes

Communicate effectively with all stakeholders throughout the claim lifecycle, providing clarity and regular updates

Deliver consistently high levels of customer service, ensuring confidence, satisfaction, and transparency throughout the claim journey

Handle claims with increasing authority limits, building towards handling authority up to £100,000

Clear understanding of scoping and supplier management

Operate with a high level of autonomy, managing both the technical and customer aspects of the role independently

Make sound, evidence-based claim decisions in line with company guidelines and regulatory expectations

Apply strong analytical and problem-solving skills to assess complex scenarios

Build strong relationships with customers, suppliers, and internal stakeholders

Demonstrate excellent communication skills when dealing with sensitive or challenging situations

Ensure all interactions reflect professionalism, empathy, and a customer-first approach

KNOWLEDGE, SKILLS & EXPERIENCE

Proven experience managing and settling home insurance claims, typically up to £25,000, with some exposure to claims above this level

Desktop adjusting/assessing/scoping experience is essential

Strong investigation, negotiation, and decision-making skills

Excellent interpersonal and customer service skills, with the ability to handle difficult conversations confidently

Good planning, organisational, and analytical capability

Flexible and effective communication style, adapting to a range of stakeholders and scenarios

Ability to manage a caseload independently while maintaining quality and service standards

Industry qualifications such as Cert CII, Cert CILA, or BDMA (desirable)

BENEFITS:

We want you to feel rewarded, supported and set up to thrive throughout your career with us.

Learning and Growth: We invest in your development through structured learning, mentoring, buddying, on-the-job experience and cross-functional projects. We support role-relevant professional qualifications where they'll make the biggest difference, and our Lunch and Learn sessions to help you stay connected to what’s going on right across the business.

Health and Wellbeing: Your wellbeing matters here. We offer private healthcare through BUPA, an Employee Assistance Programme covering legal, financial and counselling support for you, a Wellbeing Centre with online tools and resources, regular wellbeing seminars and workshops, annual flu jabs and an annual eye care voucher.

Financial Security and Reward: We offer an annual discretionary bonus scheme upto 30% of your base pay, life insurance at four times your salary, and a pension with Aegon. You'll also receive a significant discount on Homeprotect home insurance - with a friends and family discount too, and a staff referral bonus when someone you recommend joins the team.

Time Off: 25 days' annual leave plus bank holidays, with the option to buy or sell up to five additional days each year.

Genuine Flexible Working We trust our people to work in a way that best suits them - with flexible working to balance the needs of your role with the rhythm of your life. We ask that everyone comes into the office at least once a week, as we believe in-person connection is important for collaboration, culture and building great relationships. You'll receive a homeworking starter kit from day one and can claim towards additional home office equipment within your first six months.

Purpose and Community: We care about more than just the work. Through our charity partnership with Refuge, the UK's largest specialist domestic abuse charity and regular social, wellbeing and charitable events throughout the year, there are plenty of ways to connect, give back and feel part of something bigger.

UNIQUE AS STANDARD

We're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. We believe in celebrating difference - everything that makes both our customers and our people unique. We consider visa sponsorship on a case by case basis for the right candidate, so please don't let that stop you from applying.

We encourage you to let us know if you need any extra help with your application or have any requirements at any stage of the recruitment journey, we want the process to work for you.

Your data will be maintained in line with our recruitment data privacy policy.

Regulatory Responsibilities

As an FCA regulated insurer, doing the right thing isn't a compliance requirement - it's simply how we work. All colleagues are expected to uphold the FCA Individual Conduct Rules (1–6) and act with integrity, due skill and care, openness with regulators and a genuine commitment to delivering good outcomes for our customers.

You'll work within approved processes and authority limits, keep accurate and auditable records, protect data under UK GDPR and our information security policies, escalate risks and exceptions promptly, report incidents, breaches and any financial crime or sanctions concerns (including via whistleblowing), support vulnerable customers with reasonable adjustments, and complete all mandatory training to maintain competence.

If the role falls within SM&CR, a supplementary document outlining the key regulatory responsibilities will be provided.